We are seeking a highly passionate and result-oriented Process Improvement & Communication Excellence Trainer to drive behavioral transformation, customer communication excellence, and operational quality within our Healthcare Operations team.

This role goes far beyond traditional communication or voice and accent training. The successful candidate will partner closely with Operations, Quality, and Client stakeholders to design and execute structured improvement programs that enhance customer interactions, strengthen empathy, improve process adherence, and elevate the overall service experience delivered by our support teams.

The ideal candidate will combine expertise in adult learning, coaching, quality analysis, and performance improvement to build a culture of continuous learning and operational excellence.

Key Responsibilities

Communication & Behavioral Excellence
- Design and facilitate structured communication improvement programs for customer-facing teams.
- Coach associates on empathy, active listening, customer psychology, qualified communication,



and difficult conversation handling.
- Conduct role plays, simulations, mock customer interactions, and scenario-based learning sessions.
- Develop programs focused on personality development, confidence building, ownership, accountability, and customer-centric behavior.
- Improve associates' ability to manage emotionally sensitive customer conversations while maintaining professionalism.

Performance Improvement
- Identify communication, behavioral, and process gaps through observations, audits, and performance data.
- Differentiate between skill-based and behavior-based performance issues and create targeted intervention plans.
- Conduct one-on-one coaching sessions for employees requiring focused improvement.
- Create personalized development plans and monitor measurable progress.
- Drive continuous learning initiatives until desired performance standards are achieved.

Process Quality & Operational Exce

📌 Communication & Process Specialist (Bengaluru)
🏢 Ascendion Engineering
📍 Bengaluru